Manager, Customer Support Engineering

Fivetran; Alice Springs; Presencial; AUD 150.000 - 230.000; Jornada completa

Descripción de la vacante

Fivetran is seeking a Manager of Customer Solutions Engineering to lead our APJ enterprise support team and ensure high-quality technical assistance for dbt Cloud customers. You will guide hands-on engineering and support strategies across regions, driving faster adoption and retention.

You will mentor engineers, optimize processes, collaborate with product and engineering, and advocate for customers to shape product improvements.

Formación

• Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.
• Proven track record of building and leading high-performing technical support or engineering teams.
• Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team.
• Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects.

Responsabilidades

• Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers.
• Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution.
• Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of dbt Cloud and the modern data stack.
• Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience.
• Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness.
• Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation.
• Lead by example, offering hands‑on support and guidance to both customers and team members, driving towards excellence in every interaction.

Conocimientos

Technical leadership

SaaS environment

Customer support

Problem solving

Communication

Descripción del empleo

Job Description

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

About Us

Fivetran and dbt Labs are bringing together two industry-leading companies with a shared mission: helping organizations unlock the full value of their data. Together, we’re delivering the data infrastructure layer that helps organizations move, transform, and trust their data — from the moment data moves, through every transformation, to the context teams and AI systems rely on. Fivetran helps organizations automate data movement across the systems, clouds, engines, and tools they rely on. dbt Labs pioneered analytics engineering, helping teams transform data into reliable, governed insights. Together, we support thousands of organizations as they build a trusted foundation for analytics, AI, and better business decisions.

As we bring our teams and technology together, we’re building on the strengths of both companies while continuing to deliver the products and experiences our customers know and trust. It’s an exciting time to join us: we’re creating a company with the scale, talent, and technology to help more organizations put their data to work with greater speed, confidence, and impact. During this transition period, you may see references to both Fivetran and dbt Labs throughout our recruiting process as we integrate our teams, systems, and career sites.

About the role:

Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Manager of our Customer Solutions Engineering team who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations.

In this role, you can expect to:

• Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers.


• Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution.


• Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of dbt Cloud and the modern data stack.


• Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience.


• Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness.


• Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation.


• Lead by example, offering hands‑on support and guidance to both customers and team members, driving towards excellence in every interaction.

You are a good fit if you have:

• Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.


• A proven track record of building and leading high‑performing technical support or engineering teams.


• Exceptional problem‑solving skills, with a capacity to handle complex technical issues and provide effective solutions.


• Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team.


• Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross‑functional projects.

You'll have an edge if you have:

• Experience with analytics engineering tools and processes.


• Familiarity with SQL, including the ability to read, interpret, and write queries.


• A proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation, quantitative product feedback, and communicating “the voice of the customer”.